Janiene J Serrano
Cincinnati,OH
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Tier 2 Call Center Agent
MRO Corporation
Norristown, PA
01.2018 - Current
- Managed high-volume inbound calls for customer inquiries and support.
- Modified demographic details and addressed inquiries regarding medical records, ensuring HIPAA compliance.
- Cataloged all alterations to patient records with meticulous attention to detail.
- Executed payment processing for medical record releases efficiently, ensuring timely service.
Call Center Agent
FLYNN O'HARA
Philadelphia, PA
06.2017 - 09.2017
- Streamlined telephone inquiry management and processed uniform orders to fulfill customer needs.
- Addressed customer inquiries and resolved complaints via telephone promptly.
- Assisted customers in selecting appropriate uniforms and sizes.
- Oversaw order cancellations, executed refunds, and adjusted orders in response to customer requests.
- Simplified billing statements and purchase orders to improve customer comprehension.
Call Center Agent
BARBIES DOLLS
Las Vegas, NV
04.2012 - 02.2017
- Processed customer orders through phone and internet, ensuring timely fulfillment.
- Facilitated product replacements and exchanges to improve customer satisfaction.
- Issued refunds and credits to resolve customer issues efficiently.
- Suggested new products and services, increasing sales opportunities significantly.
- Updated customer demographics to ensure accurate record-keeping.
- De-escalated challenging inquiries as the lead contact for irate customers.
Education
High School -
Student Education Center
Philadelphia, PA06.1987
Certification in Medical Billing & Coding -
Professional Health Institute
Elkins Park, PA08.2007
Skills
- Empathy and courtesy
- Active listening
- Problem solving
- Product knowledge
- Adaptability
- Effective communication
- Inquiry resolution
- CRM software proficiency
- Time management
- Verbal and written communication
- Attention to detail
- Conflict de-escalation
Certification
Medical Billing & Coding
Timeline
Tier 2 Call Center Agent
MRO Corporation
01.2018 - Current
Call Center Agent
FLYNN O'HARA
06.2017 - 09.2017
Call Center Agent
BARBIES DOLLS
04.2012 - 02.2017
High School -
Student Education Center
Certification in Medical Billing & Coding -
Professional Health Institute